Overview

September 13

Utilities and government organizations have experienced a significant talent shortage, and it’s not just short-staffed teams that are struggling — even fully-staffed teams are feeling the impact of inflation and are inundated with daily manual tasks.

By leveraging technology to make up for lost person-hours and empower existing staff, utilities and government organizations can not only increase customer satisfaction but also encourage staff to stay onboard. Moreover, digital transformation allows organizations to futureproof themselves from other workforce shortage issues, like a potential wave of mass retirements in the next few years.

One intuitive starting point for digital transformation is billing and payments. A streamlined digital billing and payment solution frees up time for employees to address more pressing issues and reduces the risk of errors and delays, improving overall employee and customer satisfaction.

Join InvoiceCloud and Governing on September 13, 2023, at 11 AM PT/2 PM ET for a live webinar exploring how utilities and government organizations can limit the impact of the workforce gap with digital payment and billing solutions.

Key takeaways include:

Tackling the talent shortage
Breaking the employee burnout cycle
Digital billing and payment best practices
How to increase customer satisfaction

Speakers

Travis Murray

AVP, Enterprise Utilities Alliances, InvoiceCloud

As AVP of Enterprise Utilities Alliances, Travis Murray provides direction and support for enterprise channel partner integrations, strategy, and growth. With 15+ years of Payment and Utility Experience, Travis brings extensive knowledge in financial services consulting, billing and payment customer engagement, and biller ecommerce strategy. Prior to InvoiceCloud, he was Vice President of Business Development and Client Relations with Clearwater Payments driving all client facing activity and partner services. Travis also served as Sr. Director of Client Relations with KUBRA where he and his team supported all direct US-based home services, insurance, and healthcare clients with bill delivery and payment, communications, and customer experience best practices. His background also includes leading domestic and international financial consulting teams with Fiserv, implementing global payment services, cash forecasting platforms, order management, and retail cash management solutions for top tier banks and other financial organizations.

Kelly Rourk

Customer Service Process and Data Analyst, Mount Pleasant Waterworks

Kelly Rourk is a Customer Service Process and Data Analyst at Mount Pleasant Waterworks (MPW) in South Carolina. She has had an impressive 28-year journey at MPW, and her tenure includes a variety of billing and customer service supervisor positions. In addition to supporting internal staff, she manages relationships with vendors and technology providers, and has been a customer of InvoiceCloud for more than 5 years.

Shonte Eldridge — Moderator

Senior Fellow, Center for Digital Government

Shonte Eldridge is an award-winning strategy and organizational change expert who spent 23 years in State and Local Government leadership. She served in senior positions for a Governor, two States’s Attorneys, and two Mayors, and ended her public sector career as the Deputy Chief of Operations for the City of Baltimore. Shonte is currently focused on helping government leaders simplify cumbersome business operations and navigate an ever-evolving technology landscape.

Webinar

Digitally Bridging the Workforce Gap